Customer Service Assistant

Department:	Plant Operations	Effective Date:	July 1, 2004
Grade:	USG 04	Reports to:	Administrative Systems Spv

General Accountability

This multi-faceted position is accountable to the Administrative Systems Supervisor in the Department of Plant Operations for the preparation and dispatch of maintenance work orders, reception, clerical, telephone and computer support for the department.

Nature and Scope

This position is one of four reporting to the Administrative Systems Supervisor. The others are the Administrative Systems Assistant and two Maintenance Records Clerks.

The Administrative Systems section of Plant Operations is responsible for the management and support of the DataStream 7i Computerized Maintenance Management System (CMMS) as well as the department’s administrative applications and records. Information from 7i is used to analyze and track the university’s physical assets, ensure the assets are maintained properly and efficiently while minimizing associated costs. Data is also used for planning, budgeting and cost recovery purposes.

It is this section’s responsibility to provide technical data and prepare reports to enhance the effective operation of the department and ensure records are maintained consistently within all areas of the department. The incumbent requires a thorough knowledge of the department’s functions and obligations as Plant Operations interacts with virtually every area on campus. Excellent communication and interpersonal skills are essential, as this area is the initial point of contact for breakdown reports. The individual must be able to work with technical and administrative personnel in a pleasant, professional and efficient manner that is supportive of Plant Operations’ objectives. Proficiency in word processing, spreadsheet and data base applications enables the incumbent to provide support services effectively and efficiently.

Statistical Data

Plant Operations is the University of Waterloo’s largest support department, with a gross budget of $26,000,000 and a staff of 340 full time employees. Plant Operations repairs and maintains 59 buildings with an area of approximately 5,000,000 gross square feet located on 1,000 acres of land in the heart of Waterloo. Those efforts are managed using 35,000 electronic Work Orders. In addition, approximately fifteen hundred renovations and improvements, with a value in excess of $5,000,000 per year are undertaken by various sections in Plant Operations.

Specific Accountabilities

Responsible for the successful operation of the reception area
- Answer telephone in a pleasant and professional manner; direct calls to the appropriate group or individual
- Greet visitors, answer questions or give directions and routing instructions
- Open, sort and distribute mail.
- Look after contractors, receive tender documents, distribute packages, key permits, drawings
Responsible for receiving and relaying calls for dispatch of personnel, equipment and maintenance units according to established procedures.
- Receive all incoming calls for maintenance; take accurate and detailed information from callers. Maintenance requests are received by way of phone, fax, e-mail, memos

Using a web based maintenance management system, create work orders ensuring the accuracy of information entered i.e. caller, location, building, room, section, trade, description of work
Promptly dispatch work order information to appropriate trades personnel using two-way radios, pagers, telephones and memos.
Use on-line inquiries and reports to reduce the number of duplicate requests, reference a previous work order, determine if work requested has been reported by another caller, validate information
Maintain records of calls, general activities and services

Maintain up-to-date knowledge of University and department operations and activities, campus buildings and services performed.

Work with forepersons; know location of units i.e. pm crew, changes to daily schedule, seasonal activities i.e. heating, cooling
Be familiar with the activities the department is involved with such as Convocation, exams, raising & dismantling tennis bubble, campus days
Distribute and maintain a file of Shutdown notices

Backup to Maintenance Records Clerk(s)

Assist with the completion of work orders
Verify asset information
Resolve timecard errors

Perform clerical duties as required

Using a variety of computer applications (word processing, spreadsheet, database), prepare and maintain documents i.e. lighting summary, tool lists, inspection schedules and forms for department staff
Maintain department telephone list
Enter timesheet data for design staff and prepare monthly report
Book department conference & meeting rooms
Monitor & maintain fax machine
Maintain mailroom/mail slots, in/out board
Post & remove flyers

Ability to handle multiple tasks and priorities ,Phones, computer (work order, plant management (time card entry), room bookings) visitors
Responsible for receiving maintenance calls/requests from campus community and dispatching requests to appropriate area
Dispatches work orders to appropriate tradesperson via radio, pagers,
Reception – visitors
Mail
Back-up to work request clerk